Coordinator, Residential Guest Relations

1 month ago

Old Toronto, Canada Four Seasons Hotels Ltd Full time

Coordinator, Residential Guest Relations page is loaded Coordinator, Residential Guest Relations Apply locations Four Seasons Corporate Office Toronto time type Full time posted on Posted 2 Days Ago job requisition id REQ10314111

About Four Seasons:

Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture.

At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us.

About the location:

Four Seasons Hotels and Resorts is a global, luxury hotel management company. We manage over 120 hotels and resorts and 50 private residences in 47 countries around the world and growing. Central to Four Seasons employee experience and social impact programming is the company’s commitment to supporting cancer research, and the advancement of diversity, inclusion, equality and belonging at Four Seasons corporate offices and properties worldwide. At Four Seasons, we are powered by people and our culture enables everything we do.

Coordinator, Residential Guest Relations

The Coordinator, Residential Guest Relations plays an integral role in elevating the Four Seasons’ experience for our Residential Homeowners as they live and travel the brand.

This role will be responsible for connecting and building relationships with our Residential homeowners. This includes utilizing various tools & platforms to provide proposals and to confirm reservations for their Four Seasons travels.

This role will support the Residential Supervisor with administrative duties such as enrollments and removals, updating marketing subscriptions, assisting with global inquiries, and more. They will also help to track daily revenue and run monthly data reports to ensure clean and accurate data in Salesforce. Interpersonal skills and the ability to nurture guest relationships while providing exceptional start to finish service for our Residential homeowners is a top requirement.

Schedule:

  • The successful candidate will work 5 consecutive days a week which includes 1 weekend day.
  • Hours of work is 10am – 6pm EST.

What You’ll Be Doing:

Residential Contact

  • The Residential Coordinator is responsible for connecting with new and existing homeowners to establish a relationship and encourage them to travel the brand. They will support the Residential Supervisor and our global properties by performing all functions for new homeowners.
  • Service – Having a clear and in depth understanding of brand expectations for Residential homeowners and beneficiaries.
  • Homeowner Contact & Interaction– Performing new owner onboarding and welcome to the Service.
  • Profile Creation & Enrollment – Create profiles, ensuring complete, accurate data, and enroll in Salesforce.

Residential Travel

  • The Residential Coordinator will utilize ORS to obtain rates and availability and to finalize travel bookings for homeowners, ensuring a high degree of accuracy when making reservations.
  • Use a consultative sales approach to identify guests’ needs and make relevant recommendations.
  • Actively seek opportunities to upsell and cross-sell additional services that add value to the guest experience.
  • Liaise with property teams to flag guest arrivals, including pertinent information such as arrival time, flight info, transportation arrangements, meet & greet, local recommendations, and hotel information as needed.
  • Ensure Residential homeowners and beneficiaries are accurately enrolled and receive the benefits of the service when traveling to other properties.
  • Perform feedback debrief from homeowner and property after travel to identify opportunities, profile updates or any other areas for action.
  • Regularly monitor for glitches and feedback.

Profile Management and Support for all Private Residents

  • The Residential Coordinator will review and audit all aspects of Residential profiles, ensuring accurate data and providing relevant property support.
  • Review profiles to ensure Residential profile enrichment is being carried out by the local Residential teams.
  • Lead periodic audits and updates on Residential Profile initiatives, including regular audits to ensure the correct homeowners are enrolled and removed.
  • Support global Residential teams by auditing/updates upon request.
  • Provide regional and corporate leaders with reports on KPIs, tracking and audit results.

What You Bring:

  • Hospitality Diploma / Degree or equivalent experience
  • Minimum 3 years in a direct customer service position with a focus on fostering relationships and direct sales. Experience in a Residential capacity is an asset.
  • Strong customer service skills always representing the Four Season’s brand.
  • Thorough knowledge of Property Management System preferred.
  • Familiarity with Lotus Notes, Microsoft Word and Excel
  • Demonstrate effective communication skills.
  • Proven consultative sales skills.
  • Strong conflict resolution skills, and excellent interpersonal skills
  • Efficient typing skills

Who You Are/Key Skills:

  • Relationship driven, ability to create trust and establish positive relationships with the different stakeholders (Residential teams on property, Homeowners, Corporate teams)
  • Excellent written and verbal communication skills
  • Self-starter, patient, ability to manage competing priorities with minimal supervision.
  • Intuitive with all troubleshooting
  • Proactive, takes initiative.
  • Strong administrator with excellent planning and organizational skills
  • Creative thinker initiating new ideas and processes.
  • Highly organized, detail oriented and process driven.
  • Flexible and punctual with scheduling
  • Always maintains professionalism and works well in a team environment.
  • Ability to adapt and respond quickly to a demanding environment that is subject to constant change.

This position is remote based in Ontario, Canada however the successful candidate will be required to come into the office approximately once a week at 1165 Leslie Street, Toronto, Ontario #LI-Remote

Four Seasons is committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If contacted for an employment opportunity, please advise Human Resources if you require accommodation.

Dedicated to perfecting the travel experience through continual innovation and the highest standards of hospitality, Four Seasons can offer what many hospitality professionals dream of -the opportunity to build a life-long career with global potential and a real sense of pride in work well done.

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